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- Tasks: Lead projects to enhance customer experience using Genesys Cloud, ServiceNow, and Salesforce.
- Company: Join a dynamic team focused on innovative contact centre solutions.
- Benefits: Enjoy flexible work options, mentorship opportunities, and a collaborative culture.
- Why this job: Make a real impact in customer experience while working with cutting-edge technology.
- Qualifications: 6+ years as a Business Analyst with expertise in Genesys Cloud and related systems.
- Other info: Immediate start available for the right candidate.
The predicted salary is between 43200 - 72000 £ per year.
Genesys Senior Business Analyst – IMMEDIATE REQUIREMENTWe are seeking IMMEDIATELY an experienced Genesys Senior Business Analyst.As a Senior Business Analyst, you will take a leadership role in translating business needs into detailed solutions within Genesys Cloud, ServiceNow, and Salesforce environments. You will act as the key liaison between business stakeholders and technical teams to ensure successful, scalable implementations that enhance customer experience and operational efficiency.Key Responsibilities of Genesys Senior Business AnalystLead end-to-end requirements gathering, analysis, and documentation for Genesys Cloud or Similar systems for contact centre projects integrating with ServiceNow and Salesforce platforms using AI orchestration. Collaborate closely with business units, project managers, developers, and third-party vendors to define solution scope, functional specifications, and user stories.Support design and configuration of telephony workflows, including IVR, call routing, agent skills, and workforce management aligned with CRM and ITSM workflows.Develop and maintain detailed process maps, use cases, and test plans to validate solution delivery.Drive user acceptance testing (UAT) and coordinate defect management in collaboration with QA teams.Provide mentorship and guidance to junior BAs and coordinate cross-functional stakeholder engagement.Facilitate workshops and training sessions to promote adoption and proficiency in integrated solutions.Actively participate in Agile ceremonies and contribute to product backlog refinement.Manage change requests and assess impact on integrated telephony and CRM systems.Required Qualifications and Skills for Genesys Senior Business AnalystBachelor’s degree or higher in Business, IT, Telecommunications, or a related field.6+ years of experience as a Business Analyst working with Genesys Cloud, Verint, ServiceNow, and Salesforce, ideally in contact center or customer experience environments.Strong knowledge of contact center telephony concepts including IVR, ACD, workforce management, and omnichannel routing.Experience with systems integration and data synchronization strategies between Genesys, ServiceNow, and Salesforce.Proficient in Agile methodology, requirements lifecycle management, and tools like JIRA, Confluence, or similar.Excellent stakeholder management, communication, and interpersonal skills.Experience creating detailed functional specifications, process flows, and training documentation.Ability to analyze complex business processes and provide solutions that drive operational efficiency and customer satisfaction. Preferred Experience for Genesys Senior Business AnalystCertifications such as CBAP, PMI-PBA, or Agile Scrum Master/Product Owner.Exposure to API integrations and middleware platforms.Experience in working with Contact center Agent Automation channels, (Virtual Agents, Agent Assist, IVR Agent) AI usecases, and Routing of tickets. Enabling AI Platforms (NLP, Conversional AI, Generative AI, and AI Orchestrator)Experience with cloud contact center migrations or implementations using Genesys Cloud or similar technologies. Familiarity with data analytics tools and KPIs used in contact centers.
Genesys Senior Business Analyst employer: LinkedIn
Contact Detail:
LinkedIn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Genesys Senior Business Analyst
✨Tip Number 1
Network with professionals in the Genesys and contact centre space. Attend industry events, webinars, or local meetups to connect with others who may have insights or job leads. Engaging with the community can help you learn about unadvertised opportunities.
✨Tip Number 2
Familiarise yourself with the latest trends and technologies in Genesys Cloud, ServiceNow, and Salesforce. Being knowledgeable about current developments will not only boost your confidence but also demonstrate your commitment to staying updated in your field during interviews.
✨Tip Number 3
Prepare for potential technical assessments by practising common scenarios related to telephony workflows and system integrations. This could involve mock interviews or case studies that focus on your problem-solving skills in real-world situations.
✨Tip Number 4
Showcase your leadership and mentoring experience in previous roles. Highlight specific instances where you've guided junior analysts or led cross-functional teams, as this aligns well with the responsibilities of a Senior Business Analyst at StudySmarter.
We think you need these skills to ace Genesys Senior Business Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience specifically related to Genesys Cloud, ServiceNow, and Salesforce. Emphasise your leadership role in previous projects and any specific achievements that demonstrate your ability to enhance customer experience and operational efficiency.
Craft a Compelling Cover Letter: In your cover letter, clearly articulate why you are the ideal candidate for the Senior Business Analyst position. Mention your 6+ years of experience and how it aligns with the key responsibilities outlined in the job description. Use specific examples to showcase your skills in stakeholder management and Agile methodologies.
Highlight Relevant Skills: Ensure you list all relevant qualifications and skills, such as your knowledge of contact centre telephony concepts, experience with systems integration, and proficiency in tools like JIRA and Confluence. This will help demonstrate your fit for the role.
Prepare for Potential Questions: Think about potential interview questions related to your experience with AI orchestration, user acceptance testing, and mentoring junior BAs. Prepare concise and relevant examples from your past work that illustrate your problem-solving abilities and technical expertise.
How to prepare for a job interview at LinkedIn
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of Genesys Cloud, ServiceNow, and Salesforce. Be prepared to discuss specific projects where you've successfully integrated these systems, as well as any challenges you faced and how you overcame them.
✨Demonstrate Stakeholder Management Skills
Since the role involves liaising between business stakeholders and technical teams, be ready to share examples of how you've effectively managed stakeholder expectations in previous roles. Highlight your communication strategies and how you ensured everyone was aligned.
✨Prepare for Agile Methodology Questions
Given the emphasis on Agile practices, review your experience with Agile ceremonies and tools like JIRA and Confluence. Be prepared to discuss how you've contributed to product backlog refinement and user acceptance testing in past projects.
✨Highlight Your Mentorship Experience
As a senior analyst, you'll likely be expected to mentor junior BAs. Think of instances where you've provided guidance or training to others, and be ready to explain how you fostered their development and promoted proficiency in integrated solutions.
